TOP 10
IT Service Management
Software Vendors REVEALED
2012 Edition
Profiles of the Leading IT Service
Management Software Vendors
For more information, visit
Business-Software.com/ITSM
About ITSM Software
In today’s highly competitive business climate, the role of technology in most enterprises
underpins their success. An unexpected failure of a business critical server, or even
an employee’s laptop computer or mobile device, can significantly impact employee
productivity — and bottom line revenue. Quickly responding to employee service
requests and proactively managing the IT infrastructure has become an increasingly
important IT function, yet most organizations struggle with a limited IT Service
Management (ITSM) toolset.
A fundamental requirement for reducing cost and improving quality of your IT service
begins with controlling the number of incidents received and reducing the time it takes
to successfully resolve these incidents. An increase in incidents can be attributed to
complexity of the IT infrastructure.
Lack of infrastructure visibility and an increasing number of infrastructure changes are
creating IT havoc. The service desk must be able to easily ascertain what assets they
have, where they are and how they’re used. Amazingly, few organizations can admit to
having a firm grip on this simple requirement.
Asset registry systems don’t deliver sufficient capability to capture the complex
relationships between infrastructure components, and attempting to build an in-house
Configuration Management Database has proven to be an unsuccessful undertaking.
And then there’s the question of associating service incidents with a problem record,
identifying known errors and root cause, ensuring that incidents and problems are
resolved in a timely manner, scheduling and tracking necessary infrastructure changes,
and validating that the IT infrastructure is updated to reflect these changes.
Every department these days is being forced to consider new areas of optimization, and
IT is no exception. Not only will IT want to expand its ITSM toolset to introduce more
automation and optimization, but it will want to consider lower cost service delivery
channels such as Web and voice self service.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. About ITSM Software
Finding the right tools to support the end-to-end service lifecycle described above can
be challenging and expensive. But with the right preparation, and armed with the best
information, you can successfully identify and implement the right solution for your
organization.
What is ITSM?
Information Technology Service Management (ITSM) is gaining increasing importance
across today’s enterprise. Why? Because it’s primarily concerned with keeping the
satisfaction of the customer squarely in focus. The customer may be an employee with
a technology challenge or an external customer with a customer service issue. ITSM is
process-oriented, from the beginning to the end of the organization’s product or service
lifecycle.
And because ITSM is a process-focused solution designed to focus on the support
needs of the customer, it has ties and common interests with key business process
improvement movements and best practices industry practices, such as Total Quality
Management (TQM), Six Sigma, and ITIL®. When the needs of the customer take
first priority, the primary focus of ITSM is to provide a proven, effective framework to
structure and align IT-related activities and the interactions of IT technical personnel
with business customers and users.
ITSM has been traditionally concerned with providing “back office” support for
employees regarding the hardware and software they rely on to perform their job
function. For example, the computer systems and related software and network
access required by the marketing staff must be accessible and functioning at a high
performance level in order for this team to get their job done. All industries these days,
but especially government, education, healthcare, financial, manufacturing, retail, and
travel industries, have significant information technology systems which are mission or
business critical to the success of the company on a daily basis, 24x7. In this respect,
ITSM can be seen as something like an end-to-end, enterprise resource planning
(ERP) discipline for IT.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. About ITSM Software
Key Benefits for Your Company
A good IT Service Management solution will help you automate routine processes,
run IT like a business, establishing clear baselines for measuring performance and
determining whether you’re meeting business goals and customer requirements. A
comprehensive ITSM methodology that includes assessing the overall maturity of your
ITSM function, developing an ITSM strategy blueprint, and validating current processes
can yield tremendous benefits to your organization.
Once it’s in place, ITSM helps align higher-quality, cost-effective IT services more
closely with overall business needs. Failing to align IT services with business needs
decreases the productivity of IT staff and internal users, disrupts key revenuegenerating applications such as transaction processing or e-commerce, and ultimately
diminishes the customer experience. Businesses ignore the importance of a sound
ITSM strategy at their own peril!
What Should I Consider When Evaluating ITSM Software?
Before you take a look at a new tool, or identify where your current tool is limiting
your effectiveness, it’s crucial to really understand the various processes that your
organization is adopting and pinpoint areas of weakness.
As an example, suppose the Finance department is generating an inordinate number of
incidents pertaining to the corporate ERP system. Upon further research you determine
that ad-hoc changes to the business intelligence application are happening too often,
and the majority of these changes are being rolled back due to poor planning and
execution. With constant demands for changes to critical business systems, it’s getting
more and more critical that you put in some proper change management processes.
On top of this, IT management is saying that the problem resolution reports don’t
include relevent metrics. Furthermore, the service desk team is complaining that the
user interface makes keying in data a cumbersome and time-consuming process. And,
without any automation, performing tasks like incident routing and escalation are a
manual process that just isn’t working.
As you evaluate these challenges, it’s important to rank them in order of business
impact, attempting to quantify the annual cost and lost productivity or revenue
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. About ITSM Software
associated with each. In this hypothetical example, the IT team decides its first priority is
to gain a handle on infrastructure changes. Since it doesn’t have standardized Change
processes or a Change Management application, it begins a vendor search.
The IT Director begins by calling a friend that works for a niche Change Management
vendor. Upon further analysis, the director realizes that although this solution meets his
base level requirements to better track and manage the change management process
to his infrastructure, integration into his existing service desk solution will be costly.
Without an integrated solution, he would not be able to associate a change to the IT
asset in his Inventory Management database. He wouldn’t be able to easily determine
how many incidents and changes were associated to a particular asset class. And
his service desk team would not be able to easily generate a Request for Change
from a Problem record. With this solution, he could not solve all of his other related IT
problems and would be looking for another module from another vendor down the road.
You need a complete ITSM solution ― one that has a full set of ITIL modules to manage
the full incident throught resolution lifecycle without the high cost of integration between
multi-vendor solutions.
Furthermore, unless you have in-house ITIL expertise and resources assigned to
develop your best practices business processes, you should choose a vendor that
will also become a business partner ― helping you design and build in best-practices
processes based on ITIL. When considering an ITSM software, here are things to
consider right at the outset:
* Is the software scalable?
* Is the software user interface role-based and easily configured to support different
user group perspectives?
* Is the software extensible to integrate with other core 3rd party applications?
* Is the software customizable? Or must the vendors come in every time a small tweak
is required?
* Does the software include business process automation that has drag and drop tools,
wizards, debugging tools and reusable process libraries?
* Does the vendor have a robust portfolio of ITIL-compliant modules and include
additional solutions that extend beyond core help desk functions such as Software
Asset Management, Client Lifecycle Management, and Voice Self Service?
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. About ITSM Software
Key Features of ITSM
Once you’re committed to going down the path to identify and implement an ITSM
solution in your business, there are essential features to keep in mind. There are certain
core ITSM capabilities that will allow your organization to meet the growing demands of
today’s IT-based business requirements. The main ones include:
* Incident Management, including help desk best practices to easily categorize issues
and automate workflow. A real-time, customizable dashboard capability is often builtin to the product.
* Problem Management, including processes for root-cause analysis that will help you
minimize the impact of problems.
* Change Management, to ensure that you have and can manage standards and
procedures for making changes and supporting your customers.
* Release Management, allowing you to design and implement procedures to distribute
releases and communicate changes with your IT staff and customers.
* Availability Management, including a real-time dashboard to provide information on
configuration and services availability.
* Configuration Management, helps you identify configuration items and provides
reports on requests for change (RFCs). Ideally, you should be able to view the status
of IT assets and their relationship to incidents in real-time.
* Service Level Management, which allows you to maintain and improve IT services
through agreements with your customers. You also should have the ability to define
and manage service catalogs.
* Self Service Management, allows your customers to view the status of their issues
and submit new issues over the Web. This improves the overall operation of the
service management department and enhances customer service.
* Knowledge Management, provides an important capability to your IT support staff
and your customers. Support staff will be able to take advantage of solutions that are
known to solve issues without researching them each time. Your customers should
also be able to search for solutions over the web, which will reduce calls to the IT
service desk.
What to Look for When Choosing ITSM Software
Today there is a whole new generation of software products that deliver the critical IT
value that companies are looking for. Many have been “purpose built” to “deliver the
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. About ITSM Software
capabilities required to operate as a service provider integrated into the enterprise or
mission value chain. Some of the larger software companies have banded together
to establish a configuration management database (CMDB) standard that will enable
various point solutions to be integrated into this evolving ITSM software architecture.
But, are they right for YOU? Here are some time-tested, easy-to-follow steps when
selecting ITSM software solutions.
Analyze Your Needs
While this may seem obvious at first, experts say they’ve lost count of the number of IT
shops they’ve worked with over the years that started with a product search as opposed
to a clearly defined need. This normally goes hand-in-hand with “doing ITIL” without
understanding their current capability or a desired end-state of the ITSM processes in
mind. A needs analysis is fundamental, and addresses the definition of the goals and
objectives to be achieved as the result of acquiring new software. It’s critical that any
needs analysis should be conducted in parallel with an IT Service Management process
maturity assessment.
Specify Your Requirements
Specifying requirements means more than just writing down selected features from
the vendors’ marketing material. Your requirements are your requirements and should
reflect what the product must do to enable the process that you either have or wish to
have. Among the deliverables of your process design or redesign phase of a process
implementation program should be a requirements definition.
Identify Suppliers
Before you start looking for suppliers, your organization should determine its appetite
for risk. Factors to consider include your current vendor (if you have one), ability to
integrate products from several vendors vs. a single-vendor product suite. It’s important
to remember: “Some assembly is required.” The scope of that assembly is where risks
need to be assessed.
The industry is moving away from integrating best of breed point solutions obtained
from a set of different vendors. In today’s risk adverse environment, it is more costeffective in the long term to select a vendor that has a breadth of offering to support
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. About ITSM Software
your long term roadmap. And, if you have an aggressive maturity path, you will want
to consider vendor size, longevity in the industry, and financial strength, which is an
indicator of its ability to continue to build or buy new modules to stay ahead of your long
term requirements. Vendor consolidation in the technology sector is a current trend,
and you will be better suited working with a vendor that is not going to go through a
challenging acquisition which could derail their customer focus. If you want a “one-sizefits-all” solution, then your risks are associated with product limitations (“best practices”
are defined by the vendor’s product limitations).
Do Your Own Research
The due diligence you put into reseach will directly impact the quality of your product
decision. There is no substitute for hands-on research. It is also valuable to understand
each vendor’s thought leadership expertise. So, do some research and understand the
ITSM vendor landscape so that you can make an informed decision.
Kick the Tires
If a test drive of an ITSM solution is possible, that’s great. This is where you get into
some level of detail in the actual evaluation of the product. If you have a detailed
requirements list, you can drill down to the necessary level of detail to determine the
product’s actual capability to meet your requirements. You should be able to clearly
identify what works the way you want it to work, and what can be “configured” to work
the way you want it to work.
Bottom line: Selecting the right ITSM solution for your business is up to you, not the
software companies, to do the work necessary to understand your needs, articulate
your requirements, understand your appetite for risk, qualify prospective vendors,
validate the product’s capability to meet your requirements, and validate your selection/
recommendation with others in the IT Service Management practitioner community.
Top ITSM Vendors
You have many options when choosing a ITSM solution. To make it a bit easier, we’ve
featured some of the leading IT Service Management solutions in this paper. Review
these vendors, and you’ll be well on the way to finding the right ITSM software for your
business.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. www.TechExcel.com | sales@techexcel.com | 800-439-7782 ext. 5
Highlights
* SD Times 100 Award, American Business Awards 2007 Finalist, Customer
Integration Solutions - Product of the Year - 2006.
* Integrates IT services, service desk, operations and development.
* Scalable, distributed service teams.
* Offers a free 30-day evaluation.
Ownership:
Private
Headquarters:
Lafayette, CA
Founded:
1995
delivery Model:
On-Premise
ITSM Products:
* TechExcel ServiceWise
Customer Focus:
Fortune 2000.
Select Customers:
First American, The Vantra Group, Sanmina Corporation, Fujitsu Software, Palomar.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. TechExcel
TechExcel’s Service and Support Management solutions provide enterprises with
total visibility and actionable intelligence for all service desk, asset management and
CRM business processes. The fully integrated service desk solutions support ITIL
best practice methodologies and deliver improved financial performance, increased
management functionality and organizational alignment.
TechExcel ServiceWise is part of TechExcel Service Suite. TechExcel ServiceWise is
a comprehensive help desk and IT service management solution designed to optimize
every aspect of your service and support processes no matter how simple or complex
your business processes may be.
With ServiceWise you are able to automate and streamline IT services and help desk
activities with configurable workflow, process management, email notification and
knowledge base. A powerful web portal facilitates self service, such as online incident
submission, status checks, online conversations and intuitive knowledge
base searches. ServiceWise gives your IT teams a single, integrated solution for: help
desk incident management, problem escalation and analysis, IT change management,
and optional holistic asset management and service level agreement modules.
By using point-and-click interfaces it can be easily configured and customized to suit
your business needs. ServiceWise features include:
* Incident tracking and resolution
* Workflow-enabled email management
*
*
*
*
*
*
Complete incident workflow
Built-in reports and analysis
Integrated asset management
Employee Web Portal
Fully customizable user interface
Knowledge management
Founded in 1995 and headquartered in Lafayette, California, TechExcel maintains over
1,500 customers in more than 42 countries worldwide.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 10
www.frontrange.com | sales@frontrange.com | 1-800-776-7889
Highlights
* Leading Provider of IT Software solutions focusing on Service Management,
Help Desk, and Infrastructure Management.
* Offers complete and proven IT and customer facing solutions for mid-sized
and growing businesses.
* Market leading R&D investments.
* Advanced voice capabilities.
Ownership:
Private
Headquarters:
Pleasanton, CA Founded:
1989
Delivery Model:
On Premise
Saas
Hybrid
ITSM Solution:
* FrontRange ITSM
Customer Focus:
Small and mid-size businesses. FrontRange is an international company with
customers across the globe, including 14,000 Help Desk, Service Management and
Infrastructure Management customers and 130,000 CRM customers.
Select Customers:
Brinks, Applebee’s, Cara, Mercentil, Boeing, City of Sydney, OpenText, Allianz,
DaimlerChrysler, De Beers, Roche, Bayer, Siemens, Novartis, Wrigley’s, AIG, AXA,
Kohler, Kaiser Permanente, Dell, Ecolab, Petco, OfficeMax, Sarasota County.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 11
About FrontRange
Founded in 1989, FrontRange Solutions USA. is a leading international provider of
Service Management, Infrastructure Management and CRM solutions that have been
used by more than 130,000 companies and nearly 1.7 million users in 50 countries to
automate and manage IT services and customer-facing initiatives.
FrontRange covers the full service support spectrum with completely integrated help
desk, service desk, service management and infrastructure management solution
suites.
FrontRange ITSM is FrontRange’s next-generation global service management solution,
the most comprehensive out-of-the-box ITIL® -compliant solution for mid and distributed
enterprises. FrontRange ITSM includes nine ITIL® best practices modules: Incident,
Problem, Change, Configuration, Release and Availability Management, along with
Service Level Management, Knowledge Management, Inventory Management, Voice
Communication Management and the CMDB. With FrontRange, Continual Service
Improvement is a reality.
Considering a new model for business-aligned service management? FrontRange
brings together the best in management practices with the best in technology.
FrontRange sets the standard for customer support excellence with the combination of
self service, advanced telephony tools, and Client lifecycle and IT workplace automation
technology. No other ITSM solution gives you the breadth of functionality with the ease
of configuration.
FrontRange Key Strengths
* FrontRange is the leading provider of IT software solutions focusing on Service
Management, Help Desk, and Infrastructure Management ...as well as Customer
Facing Solutions for Sales, Marketing and Customer Service.
* The broadest, most complete and proven IT and customer facing solutions for mid
sized and growing businesses.
* Deliver best in class applications and integrated solutions on an advanced, open and
scalable architecture.
* Market leading R&D investment drives innovation and protects customer investments.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 12
About FrontRange
* Deliver advanced voice capabilities for increased automation and improved employee
and customer communications.
* Fast to deploy product capabilities and combinations only available from FrontRange.
* Deliver automated scenarios that provide customers with unique benefits and value
propositions.
FrontRange Technology
FrontRange offers customers on-premise and SaaS options.
FrontRange IT Service Management Suite
FrontRange ITSM Key Features
* Designed from its inception around ITIL.
* Provides transparency across the complete IT infrastructure.
* Enables service-centric management.
* The most comprehensive Single Point Of Contact user communication platform on the
market.
* Provides a centralized solution for software optimization and change automation for
the entire IT environment.
* Provides consolidated management analytics and comprehensive reporting.
* The FrontRange Foundation makes FrontRange ITSM extensible and scalable.
Why Customers Choose FrontRange ITSM?
* Quality of Service: comprehensive service lifecycle suite to deliver premium service to
internal and external customers.
* Technology: leading-edge, open architecture, robust, scalable, cost-effective.
* Best Practices: built-in industry best practices - with the flexibility to customize for
unique and changing business requirements.
* Integration: Seamless integration to other FrontRange solutions, adapters and
connectors to third party solutions.
* Empowerment: empower end users and support teams with multi-channel
communication platform.
* Value: high return on investment, lower total cost of ownership and competitive
differentiation.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 13
www.bmc.com | 1-800-841-2031
Highlights
* Broad suite of ITSM modules.
* Backed by a well-know, global, public company.
* Highly customizable.
Ownership:
Public (NYSE: BMC)
Headquarters:
Houston, TX
ITSM Solutions:
* BMC Remedy IT Service
Management
Founded:
Texas, 1980
Customer Focus:
The typical BMC customer is a large enterprise, institution, manufacturer or supplier
confronted with the task of managing a highly complex and decentralized IT
infrastructure.
Select Customers:
Agfa-Gevaert Group, Dell, IPC Information, Leeds City Council, National
Semiconductor Corporation, Johns Hopkins Bloomberg School of Public Health,
University of Pittsburgh Medical Center, BlueCross BlueShield of Tennessee, Toyota
Motorsport GmbH, Fujitsu.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 14
About BMC
BMC Software, Inc (NYSE: BMC), is a leading provider of enterprise management
solutions that empower companies to manage IT from a business perspective.
Delivering Business Service Management, BMC Software solutions span enterprise
systems, applications, databases and service management. BMC markets its products
in four different categories.
Service Impact Management - tools for event management and IT service delivery.
These products aim to relate the IT infrastructure to business services in order to
improve the ability of IT organizations to solve problems and prioritize them within the
context of the business.
IT Service Management - products in this category include Action Request System,
Remedy Help Desk service support solutions (originally developed by Remedy
Corporation) and Service Desk Express (formerly Magic), and BMC’s service delivery
solutions such as BMC Event Manager and Enterprise Performance Assurance.
BMC states that these products enable the delivery of IT services to various business
functions.
Application Management - these products address users’ application environments.
They operate regardless of platform or application and claim to reduce complexity and
improve reliability.
IT Operations, Database and Infrastructure Management - these products interoperate
with third-party enterprise management technologies. They include BMC’s Database
Management, Security Management and Infrastructure Management solutions.
Founded in 1980, BMC Software is headquartered in Houston, Texas. The company
serves Global 2000 companies confronted with the task of managing a highly complex,
heterogeneous and decentralized IT environment. More than 15,000 customers,
including 80% of Fortune 500 companies, rely on BMC Software to help manage their IT
infrastructure.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 15
About BMC
BMC Key Strengths
* Recognized as the leader in Business Service Management, BMC offers a
comprehensive approach and unified platform that helps IT organizations cut cost,
reduce risk and drive business profit.
* BMC Remedy IT Service Management (ITSM) unifies service desk, incident,
problem, change, asset life cycle, and service level management applications with a
single configuration management database (CMDB), data model, workflow platform,
and user interface.
* BMC Remedy Service Desk automates incident and problem management
processes, enabling IT to respond quickly and efficiently to conditions that disrupt
critical services. BMC Remedy Service Desk acts as a single point of contact for
user requests, user-submitted incidents, and infrastructure-generated incidents. Its
deep, flexible, best-practice ITIL workflows expedite the restoration of normal service,
help prevent future events from adversely impacting business services, and improve
IT staff efficiency.
* In addition to providing out-of-the-box automation of best practice processes, BMC
also has a wealth of experience and resources to make your IT service management
projects a success. Through BMC’s large ecosystem of BMC-ready systems
integration and technology partners, as well as its own professional services and
education programs, BMC can provide you with complete solutions. Whether you
need ITIL training and certification, process or architectural design, implementation
services, or complementary technologies, BMC has you covered.
BMC Technology
BMC’s technology is built on a single, central, shared data model. Unified service view
across all functions and processes (through the BMC Atrium CMDB), as well as a
unique, unified architecture (BMC Remedy AR System) means that there are no pointto-point integrations to maintain.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 16
About BMC
BMC Remedy IT Service Management Suite
BMC Remedy Service Desk
* Enables IT to respond quickly and efficiently to conditions that disrupt critical services
by automating incident and problem management processes, and acts as a single
point of contact for user requests, user-submitted incidents, and infrastructuregenerated incidents.
* Increases availability of business-critical systems by speeding incident and problem
resolution.
* Routes requests to the right support. Reduces support call duration and volumes.
* Increases productivity for help desk agents, support staff, and users.
* Gives you the capability to identify root causes to eliminate recurring incidents.
* Tracks performance against service level agreements to ensure that commitments
are met.
* Enables you to establish a common solution for heterogeneous global, regional, and
local IT support organizations.
* Leverages a robust searchable knowledge base of common solutions, known errors,
and workarounds.
* Seamlessly implements long-term solutions to known errors.
* Increases IT infrastructure availability.
BMC Remedy Change Management Application
* Increases the speed and consistency in which you implement changes, and
minimizes business risk and disruption by delivering comprehensive policy, process
management, and planning capabilities.
* Comes built directly on the BMC Atrium CMDB that can be continuously updated by
the BMC Discovery Solution.
* Integrates with BMC Configuration Manager to create a closed-loop process that
manages the RFC from initiation through implementation/verification.
* Offers built-in approval processes for change requests.
* Provides enforced task sequencing and serial task notification as each task in a
request is completed.
* Offers out-of-the-box integrations with incident and problem management, service
level management, asset management and other related BSM processes.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 17
About BMC
BMC Remedy Asset Management Application
* Helps you lower IT costs, manage compliance, and improve your return on capital
with an operational approach to life cycle, inventory, contract, and cost controls of IT
assets.
* Includes BMC Atrium CMDB to automatically reconcile and manage data about your
deployed assets and their dependencies with business services.
* Natively shares workflows, data model, and CMDB with service desk, change, and
SLM applications for control over how operations affect your assets.
* Integrates with change and configuration management to proactively reduce software
license over-deployment.
* Offers contract management to automate linkages between assets and software
license, lease, warranty, and support contracts to ensure compliance.
* Provides cost management to track total cost of ownership, chargebacks, and
depreciation.
BMC Service Level Management
* Helps customers align crucial IT infrastructure and service support processes with the
priorities of the business, and automates, monitors, and manages the entire range
of service level agreement processes for commitments made between IT and the
businesses or customers they support.
* Provides business services SLAs covering service support and infrastructure metrics.
* Enables you to pinpoint weak areas and take corrective action. Helps you to
understand the impact to the business for missed service targets.
* Enables a ‘compliance at risk’ issue to follow standard ITIL® incident management
processes to resolution.
* Allows you to view trends, spot problem areas, and minimize disruptions for key
business services.
BMC Remedy ITSM applications are parts of integrated solutions that break through
silos to accelerate your path to BSM value.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 18
www.vivantio.com | enquiries@vivantio.com | 1-650-632-4545
HighlightS
* 100% web based
* Amazingly easy to use
* Flexible, competitive pricing
* ITIL best practices aligned
* 100,000’s of users supported worldwide
* Best Of SaaS Showplace Winner 2010.
* BCS/Computing Gold Medal Winner - Service Supplier of the Year 2009
Ownership:
Private
Headquarters:
Redwood City, CA
Founded:
2003
Delivery Model:
SaaS or On-Site
Products:
Vivantio Service Desk
Customer Focus:
Enterprise, Mid-Size, Small
Select Customers:
Ricardo, Toshiba, TIGI International, Zen Internet, Winchester University, Clerical
Medical, GH Financials, WelcomSoftware, Ince Law, Arcadia Housing Group, AXA ICAS
Group, Allegis Group
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 19
About Vivantio
Vivantio produces Vivantio Service Desk, an award-winning software solution for small
to large service and support teams.
The flexibility and scalability of the software is reflected in a diverse customer base
which includes government organizations, healthcare, corporate customers and 100’s of
SME’s across numerous industries.
Vivantio was one of the first companies to develop a service desk application
specifically designed to be delivered on-site or as software-as-a-service (SaaS), and is
one of the most experienced service desk vendors in the SaaS market.
Vivantio was formed in 2003 and is now recognized as a pioneer in web-based
customer service and support software. The company has operations in North America,
Europe and Australia.
Vivantio Key Features
Vivantio Service Desk is feature-rich. These features can be enabled or disabled as
appropriate for requirements. Below is an overview of Vivantio’s key features roughly
based on the complexity of typical environments.
Small
* Modern, Intuitive Interface
* Dashboard
* Incident Management
* SLA Management
* Email Integration & Web Self Service
Medium (features enabled in addition to the above)
* Problem Management
* Client Management
* Powerful Reporting
* Customizable Web Self Service, Call Templates, Email Templates and Custom Fields
* Auto escalation of Incidents and Problems
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 20
About Vivantio
* PDA Access
* Knowledge Base and publishing articles to self service
Enterprise (features enabled in addition to the above)
* Sophisticated Graphical Change Management Workflows
* Promotion of Problems to Changes
* Report Builder
* SLA’s per Client
* Multiple Working Time Plans
*
*
*
*
CMDB and integration with 3rd Party Tools
ITIL Compatible and Supporting ISO20001
Single Sign-On for Self Service
Directory Services Connector
Vivantio Technology
100% web-based utilizing Microsoft .Net technologies
Software-as-a-Service (SaaS) or on-site.
Vivantio Highlights
Ease of Use
Vivantio offers industry leading ease of use, with a totally unique interface that packs in
functionality and dramatically lowers training costs.
With the ability to enable only the features you need, Vivantio can be configured to
suit all types of organizations, from individual professionals right up to 100+ seat multiteam enterprise systems, supporting thousands of end users. No matter what the size
of team, the amazingly easy to use interface is quick to learn and elegantly scales to
deliver the power and features needed.
Lower Implementation Time & Cost
Traditional service management solutions can take months to implement, Vivantio can
be up and running in hours with a typical implementation taking only days, including
configuration and training.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 21
About Vivantio
Companies like DHL purchased Vivantio’s SaaS product more than 5 years ago. DHL
needed to manage Incidents and Problems and to be fully operational within 3 days.
Vivantio completed the project on time and on budget.
Great Experience
Industry leading SaaS solution with proven experience covering 5+ years and
1,000,000’s of incidents logged. On-Site delivery also available.
With a single code base across all SaaS customers, bugs are proactively identified
and fixed for everyone simultaneously. This dramatically improves user experience and
reduces support costs.
Vivantio’s state-of-the-art high availability platform delivers consistent performance and
an uptime of over 99.9%.
For organizations that need an excellent product with first class support, in a short
timeframe, at a remarkable price, Vivantio delivers unbeatable experience.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 22
www.ca.com | 800-225-5224
Highlights
* CA is strong when it comes to migrating customers to new releases.
* Not suitable for extensive customization.
* Focus on building on current IT investments, not replacing them.
Ownership:
Public (NYSE: CA)
Headquarters:
Islandia, New York
ITSM Solutions:
* CA IT Service Management
Founded:
New York, 1976
Customer Focus:
CA’s customer base encompasses small-to-mid sized businesses and large
enterprises that span virtually all market sectors and industry segments -- more than
140 countries.
Select Customers:
Sallie Mae, Colorado Department of Human Services, State of Colorado, Cert
Octavian, Dubai International, Manpower, US Airways, CIBER, DHS, INFONAVIT,
Nationwide Children’s Hospital.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 23
About Computer Associates International
Computer Associates International, Inc. (NYSE: CA), one of the world’s largest
management software companies, delivers software and services across operations,
security, storage, life cycle and service management to optimize the performance,
reliability and efficiency of enterprise IT environments.
Founded in 1976, CA today is a global company with headquarters in the United States
and 150 offices in more than 45 countries. The company serves more than 99% of
Fortune 1000 companies, as well as government entities, educational institutions and
thousands of other companies in diverse industries worldwide.
CA is driving its next level of growth through a four-part strategy of product
development, leveraging partners, global expansion and strategic acquisitions—all with
the goal of helping customers realize the full power of IT to drive their business.
Looking ahead, CA has more than 5,300 developers worldwide creating and delivering
IT management software that keeps the company’s vision real. And CA looks to take its
decades of experience solving complicated IT problems and developed practical paths
for its customers to get from where they are today to where they want to be. CA calls
this approach Enterprise IT Management (EITM)—its clear vision for the future of IT.
For CA, it involves how businesses can manage systems, networks, security, storage,
applications and databases securely and dynamically. With CA’s ITSM solution suite,
companies can build on their IT investments, rather than replacing them, and they can
do it at their own pace. That is the CA differentiator.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 24
About Computer Associates International
Key Strengths
* CA Service Desk Manager provides the single point of contact for support within
an organization and acts as a control point for governance initiatives. As the first
line of response in mitigating service disruptions, CA Service Desk Manager aids in
discovering the root cause of outages and initiating change management processes
resulting in high quality, consistent service delivery. CA Service Desk Manager is the
most versatile, comprehensive IT support solution available to help unify and simplify
IT Service Management.
* CA Service Desk Manager is the core of enterprise IT support. CA Service Desk
Manager unifies IT’s management of core business services, increases end-user
productivity and raises customer satisfaction.
* CA Service Desk Manager is a versatile, comprehensive IT support solution that helps
you build superior incident and problem management processes, simplify change
management and increase visibility into the infrastructure. This solution also delivers
extensive self-service capabilities that help you provide a higher quality of service to
your organization while lowering costs.
* In addition, CA Service Desk Manager improves IT support management by providing
you with the industry’s most complete ITIL® service desk product. It integrates
incident, problem, change, CMDB, application dependency mapping, knowledge and
remote support automation.
* What’s more, the CA Service Desk Management EITM solution provides the
processes, education, and support to help your organization realize the maximum
value from CA Service Desk Manager. CA can show you how to manage requests,
incidents, problems, change and knowledge — with the requirements of the business
foremost in mind.
Technology
For CA, it involves how businesses can manage systems, networks, security, storage,
applications and databases securely and dynamically. With CA’s ITSM solution suite,
companies can build on their IT investments, rather than replacing them, and they can
do it at their own pace. That is the CA differentiator.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 25
About Computer Associates International
Software Highlights
CA IT Service Management
* Provides advanced knowledge management for support, interactive online support,
self-service and advanced root cause analysis as well as comprehensive reporting
tools which inform the business.
* Integrates and extends many other IT solutions to unify and simplify IT Service
Management.
* Provides audit trails for regulatory compliance and internal tracking and monitoring
purposes.
* Lets you manage configuration items and relationships to gain better visibility into the
IT infrastructure and ramifications of changes.
* Also delivers automated self-service that empowers end-users to click and fix their
own issues and reduce incident burden on IT.
* Lets you capture and publish problem-solving knowledge to rapidly resolve or avoid
incidents.
Change, Configuration and Release Management
* Offers metric driven change prioritization.
* Lets you plan according to business priorities and understand the time, cost/benefit
and resource effects of change requests.
* Gives you the power to orchestrate change across IT.
* Gives you the ability to understand the impact of change on your business services,
IT infrastructure and applications.
* Helps you predict the impact of unwanted changes.
* Ensures your recoverability, rolling-back changes in the event of release problems
and non-standard configurations.
Service Desk Management
* Automates ITIL adoption.
* Lets you plan, adopt and implement ITIL best practices with support that automates
the incident, problem and change management processes.
* Empowers end users to solve day-to-day problems with easy-to-use online self-help
* Reduces disruptions by automating incident, problem, knowledge and change
management processes.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 26
About Computer Associates International
IT Asset Management
* Helps you know what you have.
* Lets you create and maintain an accurate picture of your organization’s IT asset portfolio to
optimize assets and mitigate risks.
* Helps reduce and eliminate excessive IT costs through effective vendor contract
management and asset reconciliation.
* Gives you the ability to manage the financial aspects of IT assets, from budgeting and
forecasting through retirement and disposal.
IT Client Management
* Gives you ability to obtain critical insight into your IT assets in order to optimize their usage
and guide effective IT decision making.
* Gives you the power to streamline the efficiency and responsiveness of your IT
organization by automating daily desktop operational processes.
* Lets you automatically deploy software updates and patches to ensure consistency and
reliability of your IT environment.
Service Level and Catalog Management
* Simplifies the administration and management of your IT services to automate user and
customer service requests and subscriptions.
* Enables process-driven service level management of your IT services provided to your
business customers.
* Helps you understand the true costs of your IT services with a billing and reporting system
based on actual usage and activities completed.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 27
www.numarasoftware.com | (800) 557-6970
Highlights
* Complete IT help desk and IT service management solutions for cost-conscious
organizations.
* Tight integration with PC Lifecycle Management for IT asset discovery, tracking and
management.
* Designed to implement quickly and be reconfigured as needed without expensive
consulting and complex programming.
* Flexible workflows adapt easily to automate functional service processes throughout
the entire organization or enterprise.
* Enabling over 55,000 customer sites to operate more efficiently.
Ownership:
Private
Headquarters:
Tampa, FL
ITSM Products:
* Numara Footprints
Founded:
Florida, 1991
Customer Focus:
Mid-to-large sized organizations, with 30-350 agents on average.
Select Customers:
Woodland Joint Unification School District, Memorial Healthcare, Duquesne University,
Blue Ridge Paper Products, Patrick Air Force Base (SAIC), PC Mall, Inc., Des Moines
Water Works, EasyStreet On-line Services, RedDot, Siemens.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 28
About Numara
Founded in 1991, Numara Software, Inc., (formerly the Blue Ocean business unit of
Intuit), is a global provider of service desk management solutions for IT and support
professionals who need to simplify and gain control over their increasingly complex
environments.
The company’s two flagship products, Numara Track-It! and Numara FootPrints, make
it the service desk management leader in small to mid-sized enterprises, serving IT and
support professionals at more than 50,000 customer sites worldwide.
As the most installed help desk and asset management solution in the world, Numara
Track-It! has helped IT professionals at more than 45,000 customer sites track 14 million
assets.
Numara FootPrints is the 100% web-based, ITIL compatible service desk software
for help desk and customer support automation that puts control back into the hands
of the support manager. FootPrints solutions have been implemented at more than
2,400 organizations worldwide to streamline and automate support operations for midsized organizations, departments in large organizations, and small organizations. The
FootPrints software and services line has been in the market for 10 years.
Numara’s software is used by small-to-mid-sized enterprises (SME) ranging from 5010,000 employees and 1-350 agents on average, requiring service desk management
for internal and/or external customer support. The company also serves very large
customers, with many more agents. The company’s focus is on the education,
healthcare, financial services, manufacturing, government, legal, technology and retail
industries.
The company’s software has received several awards. Numara Track-It! was awarded
the “Best HelpDesk Software” and a “Reader’s Choice” recognition by Windows and Net
Magazine.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 29
About Numara
Key Strengths
* Numara Software is a global leader in providing software solutions for service
management to IT professionals. Serving more than 50,000 customer sites
worldwide, Numara understand the challenges that IT and support professionals face
every day. Numara Software is dedicated to giving you the best customer experience,
with the company and its products every step of the way – ensuring that you can give
your customers the best experience.
* Whether you are just beginning to formalize your IT processes or are fully embracing
ITIL V3 service lifecycle processes to align IT with your business, Numara FootPrints
offers unmatched service management flexibility and painless implementation, without
the overhead found with other solutions.
* Numara FootPrints offers the best value in the service management market unparalleled flexibility and ease-of use combined with enterprise-level functionality
at a mid-market cost of ownership. It can be quickly and easily tailored to your
requirements as your business needs change and evolve. Unlike other costly and
complex products, this highly configurable and scalable solution does not require
any programming, deep technical expertise or long consulting engagements for
installations, customizations or upgrades. With Numara FootPrints, you’ll stay aligned
with business requirements, the services you provide and customer demands.
* Numara FootPrints 9 supports ITIL V3 processes and is a certified toolset that has
been verified by Pink Elephant through its PinkVERIFY Program. Numara FootPrints
9 has been assessed and verified for Incident, Problem, Change, Configuration,
Service Catalog and Knowledge Management, along with Request Fulfillment.
* Numara FootPrints, the service desk management solution with unequaled time to
productivity, puts control firmly in the hands of the support manager. 100% web-based
and ITIL-compatible, the Numara FootPrints solution has been in the market since
1996 and has been implemented at more than 2,400 organizations worldwide.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 30
About Numara
Technology
Numara FootPrints offers a web-based architecture, built-in templates and flexible
workflow, all which contribute to reduced time and effort necessary to implement ITIL
processes. It can be tailored to meet your business and IT needs quickly and easily and
without programming. Lengthy consulting engagements or extensive technical skills are
not required.
Software Features
Numara FootPrints
Numara FootPrints provides optimal support for the following ITIL service lifecycle
processes:
* Incident Management – Accelerates incident resolution with configurable forms and
sophisticated workflow.
* Problem Management – Performs root-cause analysis to prevent incidents from
reoccurring.
* Request Management - Optimizes service delivery by managing all service requests
and related workflows with optimal effectiveness.
* Event Management - Monitors key systems with Numara Network Monitor and
creates incidents automatically for significant events in Numara FootPrints.
* Service Asset and Configuration Management – Lets you discover assets with
Numara Asset Manager and enhance your visibility of configuration item relationships
with Numara FootPrints Configuration Management
* Change Management – Gives you the ability to automate unlimited approval
workflows with full audit trail and secure e-mail approval with Numara FootPrints
Change Management.
* Knowledge Management - Builds a robust knowledge base of rich solutions with FAQ
categorization and knowledge authoring approvals.
* Release and Deploy Management – Lets you plan releases from approved changes
with Numara FootPrints and deploy custom packages automatically with Numara
Deploy.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 31
www.ibm.com | (877) 426-3774
Highlights
* Recognizable brand and a large global installed base.
* Extensive partner network.
* Well designed user interface.
* Architecture built from the ground up on the IT Infrastructure Library (ITIL)
framework.
Ownership:
Public (DJI:IBM)
Headquarters:
Armonk, NY
Help Desk Products:
* IBM Tivoli Service Request
Manager
Founded:
New York, 1910
Customer Focus:
IBM’s clients include many different kinds of enterprises, from sole proprietorships to
the world’s largest organizations, governments and companies representing every
major industry and endeavor.
Select Customers:
Murray Goulburn, Sisters of Mercy Health System, Amatra Technologies, Allied
Irish Banks, Florida State University Panama City, Hugo Boss, Trowers & Hamlins,
Monotronics International, Weber Automotive, Detroit Media Partnership.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 32
About IBM
World-class IT leader International Business Machines Corporation (IBM) develops
and manufactures information technologies, including computer systems, software,
networking systems, storage devices, and microelectronics worldwide. Its Global
Technology Services segment offers IT infrastructure and business process services,
such as strategic outsourcing, business transformation outsourcing, integrated
technology, and maintenance.
The company’s Global Business Services segment provides professional services
and application outsourcing services, including consulting and systems integration
and application management. Its Systems and Technology segment offers computing
and storage solutions, including servers, disk and tape storage systems and software,
semiconductor technology and products, packaging solutions, engineering and
technology services, and retail store solutions.
IBM’s Software segment primarily offers middleware and operating systems software
comprising information management software for database, content management,
and information integration; lotus software for collaboration, messaging, and
social networking; rational software, a process automation tool; Tivoli software for
infrastructure management, including security and storage management; Websphere
software for Web-enabled applications; and product lifecycle management software.
The company’s Global Financing segment provides commercial financing to dealers and
remarketers of IT products; lease and loan financing to external and internal clients; and
sale and lease of used equipment.
IBM serves banking, insurance, education, government, healthcare, life sciences,
aerospace and defense, automotive, chemical and petroleum, electronics, distribution,
and communication markets. The company was founded in 1910 as ComputingTabulating-Recording Company and changed its name to International Business
Machines Corporation in 1924. IBM is based in Armonk, New York.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 33
About IBM
Key Strengths
* IBM service request and asset management solutions help IT integrate incident,
problem, change and release management. Two key components of these solutions
— IBM Tivoli Service Request Manager and IBM Tivoli Asset Management for IT
— give IT organizations a common platform for bringing people, processes and
technology together to help optimize service support and asset management.
* Tivoli Service Request Manager and Tivoli Asset Management for IT utilize the Tivoli
Process Automation Platform, an open standards–based, Web-architected Java
EE platform that helps maximize reliability, increase access to third-party software
and widen the pool of personnel who can customize and maintain your service
management system.
* When Tivoli Asset Management for IT draws on service desk information collected by
Tivoli Service Request Manager, you can have greater visibility into the frequency and
nature of IT asset incidents and failures. Having a common platform for service desk
and IT asset management helps reduce costs and derive greater value from your IT
investments.
* With an architecture built from the ground up on the IT Infrastructure Library® (ITIL®)
framework, Tivoli Service Request Manager and Tivoli Asset Management for IT
support key processes throughout your organization. The solutions include mature
work management processes and support for proactive work activities.
Technology
Part of a unified, shared architecture, the offerings use the IBM Tivoli Process
Automation Platform, which provides a single user interface, data layer and workflow
engine to help coordinate the service desk and IT asset management functions.
The IBM ITSM software solution uses advanced business process management based
on service oriented architecture (SOA), Web services and extensible markup language
(XML). Built-in configuration tools give you a drag-and-drop interface to help simplify
the process of making changes. No custom coding is required, and when IBM offers
future upgrades, you can retain your configurations. This advanced service request and
asset management solution enables adaptation, configuration, rapid deployment, robust
scalability and deep integration with enterprise applications.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 34
About IBM
Software Features
IBM Tivoli Service Request Manager 7.1
Service Desk
* Supports the prioritization of fixing the end user’s problem over root cause analysis.
* Allows work order fields to be pre-populated with information found in the service
request.
* Provides an easy-to-access, user interface to submit tickets, view updates and search
solutions.
* Provides quick access to solutions for specific service requests.
* Efficiently processes inbound emails into service requests.
* Provides a web-architected platform built on J2EE with advanced business process
management, based on SOA, web services and XML.
* Allows users to quickly and easily make changes to their workspace, user interface,
workflows, reports and more.
* Separates customizations from the code itself.
Service Catalog
* Provides users information about what services are available to them.
* Provides quick access to service offerings.
* Associates cost to your IT service offerings.
* Service catalog entries can be provided based on a group or business unit.
* Provides simple maintenance of complex catalogs.
* Provides templates for common service items.
* Provides job plan templates that eliminate the need to enter the same information
every time you create a work order for similar work.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 35
www.epicor.com | e.info@epicor.com | 888-937-4267
Highlights
*
*
*
*
Epicor ITSM is ITIL compatible and has been certified by Pink Elephant
Built on the Microsoft® .NET platform
Easy to Customize
Over 20,000 customers in over 140 countries
Ownership:
Public (NASDAQ: EPIC)
Headquarters:
Irvine, CA
Founded:
1984
delivery Model:
On-Premise Software
help desk Products:
* Epicor ITSM
Customer Focus:
Midmarket companies and divisions of the Global 1000
Select Customers:
Joint Service International, The Dutch Railway, Physician Sales and Service
Price:
Not published.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 36
About Epicor ITSM
Epicor is a global business solutions provider in the midmarket serving over 20,000
customers in over 140 countries with software solutions that support over 30
languages. With more than 20 years of operating history and innovation, Epicor delivers
comprehensive enterprise software solutions with a sophistication and maturity that
competes with tier-one vendors, but at a fraction of the cost.
Epicor ITSM provides a robust set of service management features that provide support
forthe key IT processes outlined by the Information Technology Infrastructure Library
(ITIL) and has been certified by Pink Elephant, a leading IT service management
education and consulting provider, as ITIL Compatible in five key service management
areas:
*
*
*
*
*
Incident management
Problem management
Change management
Configuration management
Service level management
Easy to Use
Epicor ITSM is a ‘smart client’ application which uses the Internet for communicating
with Web services. ITSM provides a familiar user interface and a navigation paradigm
which is easy to learn and use. Thanks to the powerful search functions you can find
specific data quickly and easily, while visual cues clearly show the user the status of
certain information. In addition, ITSM supports the attachment of files or web links to
practically every record.
Easy to Customize
Epicor ITSM is fully customizable and as such it works in the way your company works,
and not the other way round. Using the configuration options you can quickly adjust the
solution to meet your needs, without changing even one line of code. And using the
custom attribute capability, you can add custom fields to forms within the application.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 37
About Epicor ITSM
In addition, ITSM boasts a complete SDK (software development kit), which uses Visual
Studio® .NET, for modifying existing screens and business rules. Using the SDK you
can develop new ITSM functions by using the information in the Epicor ITSM form and
Web services templates.
Built with .NET
Epicor ITSM is completely built on the Microsoft® .NET platform. It is designed for
access via the Web, and as such can be installed at a central location while allowing
access to users from all over the world. ITSM is specifically designed for use with
Microsoft SQL Server, and is extremely reliable and scalable. Whether yours is a small
service desk for local management or a large service desk within an international
company, you can configure and customize ITSM to suit your needs.
Epicor Software Corporation has long been a recognized leader in building world-class
applications. Epicor ITSM is no exception. Targeted at mid-sized IT departments,
Epicor ITSM provides a rich set of features enabling new levels of IT Service
Management.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 38
www.EMC.com | info@infra-corp.com | 562-733-7500
Highlights
* Known for smooth implementation and configuration.
* Backed by the strength of publicly traded EMC.
* Independently verified to the highest level of ITIL service support by Pink
Elephant.
* 100% web-based solution.
Ownership:
Public (NYSE: EMC)
Headquarters:
Hopkinton, Massachusetts
ITSM Solutions:
* EMC ITIL Service Management
Founded:
Massachusetts, 1979
Customer Focus:
Infra helps mid-sized market organizations to large global enterprises effectively
manage their service management and help desk requirements.
Select Customers:
Archer Daniels Midland, St. George Bank (Australia), Tait Communications, Galileo,
Navigant International, Country Energy, LexisNexis Butterworths, Karachaganak
Petroleum Operating (KPO), Wolverhampton City Council, Wellington City Council.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 39
About EMC Infra
EMC Corporation is the world’s leading developer and provider of information
infrastructure technology and solutions that enable organizations of all sizes to
transform the way they compete and create value from their information.
In March, 2008 EMC acquired Infra, a privately held supplier of Web-based IT service
desk automation software, for an undisclosed sum. This acquisition further solidifies
EMC’s “Closed Loop Service Orchestration” strategy, designed to automate data center
operations and return visibility and control to IT management.
Infra Corporation Pty Limited is the international developer of infraEnterprise, a 100
percent Web solution that automates IT Service Management processes. infraEnterprise
supports industry best practice methodology such as ITIL and KCS (KnowledgeCentered Support) and delivers the best upfront and ongoing value for comparative
depth of functionality.
Established in 1991, EMC’s Infra subsidiary has regional head offices in the UK, North
America and Australia and a worldwide network of partners and distributors.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 40
About EMC Infra
Key Strengths
* Developed on the foundations of ITIL best practice, EMC’s Process Automation suite
delivers end-to-end IT Service Management, visibility and control by enabling and
improving the Service Desk function, service-centric CMDB and CMS population and
federation, as well as key processes related to workflow, Incident, Problem, Event,
Change, Configuration Management and ensuring IT compliance.
* EMC Infra has been independently verified to the highest level of ITIL service support
by Pink Elephant - a guarantee that the application will fully support ITIL within an IT
service environment. Comprehensive IT Service Management processes (including
Incident, Problem, Change, Configuration, Release, Service Level and Availability
Management) are fully integrated in the single Infra application, ensuring seamless
workflow between processes.
* EMC Infra develops a 100% web-based solution - Infra - for automating IT Service
Management processes throughout an enterprise, on a local or global scale. Built on
industry best practice methodology, including ITIL and KCS (Knowledge Centered
Support), Infra delivers the lowest total cost of ownership of comparative depth of
functionality in the IT Service Management market.
* With a proven track record of implementation success in global enterprises across
an international client base, Infra delivers the best upfront and ongoing value for
comparative depth of functionality in the enterprise IT Service Management market.
Technology
Infra’s unique entirely web-based architecture allows organizations to integrate their
ITIL-based ITSM solution with all elements in their existing IT infrastructure. Infra can be
accessed enterprise-wide anywhere, anytime, meaning that globally or geographically
dispersed enterprises can draw from one knowledge source and one CMDB.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 41
About EMC Infra
Software Highlights
EMC ITIL Service Management
Configuration Management
* Provides a logical model of the IT infrastructure by identifying, controlling, maintaining
and verifying the versions of all Configuration Items (CIs) in existence.
Incident Management
* Fully integrated with the CMDB, allowing access critical configuration data in order to
troubleshoot and resolve issues.
* Provides out-of-the-box integration with network discovery tools allows CMDB records
to be updated in real-time, giving the most up to date information.
* Features a CMDB linking diagram, which depicts relationships and dependencies
graphically. It also provides fault finding analysis and outage simulations within the
diagram.
Problem Management
* Provides detailed search criteria to identify Incident trends that may point to
underlying Problems which need to be addressed.
* Search criteria can be defined to allow Problem Managers to track improvements in
identified issues and initiate proactive Problem Management, through trend analysis
capabilities.
* Search results can be exported so that the data can be manipulated, as required, to
identify and resolve Problems.
Change Management and Workflow
* Workflow development is carried out via a graphical user interface, in which tasks and
approvals are dragged and dropped onto the Workflow screen, and connected with
linkages to define the Workflow.
* In any Workflow template, sign-off can be requested from any number of approvers,
at any point in the Workflow.
* Workflow Requests can also be initiated by authorized customers via the Web Portal.
* Color coding of tasks and approvals in an active Request is used to show how the
Request is progressing.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 42
About EMC Infra
Availability Management
* Maps outage events to a graphical linking diagram that visually displays the outages
and their associated relationships with Configuration Items.
* Extensive performance monitoring provides visibility of outages within the
environment. Results can be viewed both graphically and through reports for any
tracked CMDB item.
* Alert mechanisms ensure that key stakeholders are notified when Availability
commitments are under threat, thus providing sufficient time to remedy a failing
service before Availability commitments are breached.
Release Management
* Can be fully integrated with Change Management and the CMDB. The Workflow
functionality provides a high level of control over Changes made to the CM
* Intelligent integration with third party technologies enables the smooth coordination of
major releases of hardware, software and associated documentation.
* Infra’s sophisticated Workflow technology is fully utilized by the Release Management
module.
* The Infra Release Management Workflow allows automatic updates to be made to
CMDB records, including updates to relationship linkage information between CIs.
Service Level Management
* Builds upon the ITIL service-centric view of IT infrastructure and allows users to see
all the services linked to any CMDB item.
* Lets you assess the impact of an outage - the full impact upon both services and
CMDB items.
* Gives you the ability to graphically review links between services and other CMDB
items.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 43
www.sunviewsoftware.com | sales@sunviewsoftware.com | 813-840-4027
blog.sunviewsoftware.com
Highlights
* SunView Software is an industry leading software vendor with hundreds of
enterprise customers
* ChangeGear provides your organization a Suite with the essential bundle
of ITSM processes that every company needs in today’s rapidly changing
environment, including: Service Catalog, Change Management, Incident
Management, Problem Management, and Service Asset & Configuration
Management
* ChangeGear is a web-based application with all of the cost and delivery
benefits of SaaS and the security and flexibility of an on-premise solution
Ownership:
Private
Headquarters:
Tampa, FL
Founded:
2003
delivery Model:
On-Premise or
Cloud-Based
ITSM Solutions:
* ChangeGear Enterprise
Service Desk Edition
* ChangeGear Enterprise
Change Edition
* ChangeGear Enterprise
CMDB Edition
Customer Focus:
Mid-to-large sized organizations
Select Customers:
Hundreds of enterprise customers in healthcare, manufacturing, finance, government,
and education.
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 44
About SunView
SunView Software is revolutionizing the way IT organizations manage the accelerating
pace of IT change for critical virtual and physical infrastructure across the enterprise.
SunView’s solutions are designed to address the problem described by Gartner – “80%
of unplanned downtime is caused by unauthorized changes to the infrastructure.”
ChangeGear is an integrated platform for automating your organization’s IT service
delivery best practices including solutions for service catalog, incident & problem
management, change & release management, and service asset & configuration
management.
Based on the ITIL best practices framework, SunView’s ChangeGear products automate
and streamline IT processes. ChangeGear’s service-oriented architecture allows
companies to easily integrate the change management process into other applications
or systems, making it easier for IT staff to manage change and deliver cost efficient
services to the organization. Our customers are seeing the results of having a great
solution for enforcing IT controls - greater visibility into their IT infrastructure, improved
system uptime, reduced operational costs, improved security and more productive
employees.
Founded in 2003 by a seasoned executive management team from software firms
including IBM, Citrix, Intuit, Quark, and Compuware, SunView brought together many
years of hands-on experience developing enterprise software.
Today SunView Software offers world-class enterprise software that enables
organization to automate IT service management best practices. Our proven solution is
helping hundreds of customers to improve IT efficiency, increase security, and achieve
compliance.
ChangeGear® Enterprise
ChangeGear is a comprehensive easy-to-use and simple-to-deploy solution that
enables IT support staff to quickly and easily respond to customer requests. Designed
using the IT Infrastructure Library (ITIL) best practices, ChangeGear features workflow
automation, business process automation, automated approvals & notifications, and an
integrated architecture.
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About SunView
Incident and Problem Management - Fully-integrated service request management
solution that enables IT organizations to effectively and efficiently resolve service
requests - minimizing business disruptions, increasing customer satisfaction, and
gaining competitive edge.
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Service Catalog or Self-Service Portal
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Searchable Knowledge Base
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Known Error Database tracking
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Task Management
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SLA Management
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Automated assignment and notifications
Change and Release Management - Out-of-the-box enterprise change control
and release management solution that ensures all changes introduced into the IT
infrastructure follow a regulated process - preventing unauthorized change, thereby
eliminating potential system downtime.
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Built-in workflow automation
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Event-based notification
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Automated approval process
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Complete historical audit-trail
Service Asset and Configuration Management - Federated repository of IT resources
that includes business services, hardware, software, users, documentation, and
configuration. In addition to managing IT assets such as routers and servers,
ChangeGear provides you the ability to easily add new CI types to track non-datacenter
assets with the ChangeGear. The ChangeGear Resource Discovery Expert (RDE)
automatically discovers applications, servers, and network devices that are part of your
virtual and physical IT infrastructure. Using agentless and dynamic probing methods
such as WMI, SNMP, and SSH, RDE provides you a 360-degree view into what network
assets you possess and how they relate to each other.
SunView Highlights
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Easy to Use – intuitive Web 2.0 interface
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Simple to Deploy – deploy in days not months
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Cost Effective – low total cost of ownership when compared with other enterprise ITSM solutions
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Seamless Integration – easily integrate with other systems or processes
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Flexibility – easily adapt processes to meet your business needs without coding
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ITIL Alignment - ITIL based processes out-of-the-box for fast ROI
© 2012, IT-Software.com. All Rights Reserved. Reproduction Prohibited. 46